Employee Spotlight: Kevin Kelly

Skilled support specialists are the backbone of a successful tech company — but finding those people is a skill all on its own. It takes patience, people skills, and unwavering commitment to a high standard of quality to consistently hire the best. That's where our Training and Development Manager comes in.

Kevin Kelly started out as a technician, so he knows what it takes to be on the phones. Today he handles hiring new techs as well as their initial training, which is a comprehensive program lasting several weeks. Managing both sides of employee intake is no small task, and while he often ends up wearing more than a few hats before the day is done, you can always count on him for a smile.

How would you describe your job at a la mode?

Kevin: Trainer, mentor, recruiter. I'm also a provider of snacks and restaurant recommendations.

What’s your favorite aspect of the job?

Kevin: Taking a new employee of the Support Department and introducing them to the a la mode way. Our brand of tech support is unique. We stress empathy and reassurance as well as technical know-how. We never forget that there are two human beings on either end of the phone, and both of them should be treated as such. That's why our customers will always be Bob or Nancy or Lee and not customer #123456. The human aspect of tech support is vital to the success of both our customers and our company.

If a la mode were a TV show, which character – from any sitcom, drama, or reality show – who would you represent and why?

Kevin: If a la mode were a TV show, it would be the West Wing. A group of really smart people who are genuinely trying to make things better.

I'd be Deputy Chief of Staff Josh Lymon. President Bartlett once said to Josh, "You don't want to be The Guy. You want to be the guy The Guy counts on." I don't want to be in charge of the department, but I do like being the one that can be counted on to get things done when my number is called.

Who do you admire most and why?

Kevin: My wife. She's an ER nurse and runs a catering business from home. She's an incredibly giving person, and still has patience left over for me when I destroy our kitchen with some culinary experiment. I think she tolerates me pretty well.

If you had to eat one meal, every day for the rest of your life, what would it be?

Kevin: I love to cook and experiment in the kitchen, so this is a particularly painful question for me! I guess I'll say a 2-inch-thick beef filet (medium rare), with grilled asparagus and portobello mushrooms, a small arugula and fennel salad, and a nice glass of some Malbec from Argentina.

Dang, I'm hungry now.

What is your key piece of advice for appraisers that use a la mode?

Kevin: Take time to learn your tools. You weren't an expert at driving your car or measuring a house the first time you attempted them. It took time and practice before you felt comfortable using those tools effectively. TOTAL and TOTAL for Mobile both have features designed to shave time off of every report you do. If you invest some time to learn how to use your tools correctly, you'll quickly realize how much time and frustration you can save.

What's kept you working for a la mode?

Kevin: The people I work with. Our Support Department is full of people who are all nerds for something: Music, video games, cars, movies, hiking, cooking, martial arts, gardening… and are not afraid to share that passion with their coworkers. This mix makes for great lunch conversations and epic game nights in the main conference room. Plus, there's always something new to learn.

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We depend on each other to get through every day, whether our role involves directly helping appraisers over the phone or working behind the scenes to make things happen. We know you depend on us, too, which is why we get to come to work with a purpose. Thank you for that, and thanks for being part of a la mode.